Finance Company.
traditional method
Traditional loyalty programs tend to encourage consumption rather than participation. Based on a single channel and credit card, you can enjoy discounts or free products. In this way, traditional loyalty programs seem to be cheap money for customers. These offers are only available to return customers who visit the store to purchase. They rarely encourage the behavior of guiding them to the store. Once the customer’s money is packed with different loyalty cards, the loyalty effect will disappear.
Full channel method
Omni channel loyalty combines technology and innovative customer experience to provide relevant advantages at the right time no matter where, when or how customers shop.
Oracle, a giant technology company, said in its research on the loyalty of the entire channel: “A good customer experience can be defined as a smooth and beneficial interaction with the brand at all contact points. Beyond one yuan discount, it provides in-depth personal and real customer experience, thus generating stronger participation and higher consumption for customers.” express:
Omni channel loyalty is maximized through real-time marketing activities. Integrate all customer transactions and services into a single, unified brand experience. Redesigning the overall experience, rather than maximizing customer value, is the key to creating a truly smooth customer experience with brand loyalty as the core.
“According to McKinsey, 75% of buyers tried new retailers, brands or actions during FanDynamic, and 83% hoped to keep these new features after FanDynamic.” This means that loyalty can be contested, and retaining talents is now very important;
How to design the whole channel loyalty strategy?
Customer Location
When your loyal customers are looking for your product or service, you should know where they are most likely to start searching. The customer wants to solve the problem on the platform selected by the customer, please remember. They may not have established other channels, or they may not know how to use these channels, so it is always a good idea to contact them where they are. Digitize the loyalty plan and promote it on websites, mobile and social media, so that customers can trade and interact with the brand. The customer hopes to contact the company in the most convenient way.
Learn how Canada’s most recognized loyalty program has increased the member compensation exchange rate by 30% through the introduction of a modern website and emphasis on user experience.
Personalize interaction components with data
Gartner’s survey shows that due to insufficient efforts in marketing personalization, brands may lose 38% of their customers. By using customer data collected from all channels, we can understand trends, behaviors, preferences and markets, and provide customized communication, experience and promotion for loyal customers. Name, birthday, birthday Information compensation for potential customers(such as preferred communication channels, phone numbers, and lists of products of interest) is a good way to collect data about new potential customers.
Learn how the Welfare based Loyalty Program transforms the digital platform, handles more users, optimizes experience, doubles the request speed, and shortens the startup time by 6 seconds.
Encourage social participation.
With the increase of the number of social media users, obtaining reward points through social interaction can give customers the impression that reaching a certain number of reward points is achievable. These achievable milestones will increase their likelihood of participating in your plan.
Communicate socially with customers and give rewards. Expand loyalty beyond transactions and focus on extensive emotional participation. Let social influencers become your brand ambassadors to further expand your influence and participation.
Strategic imperative
Developing an omni channel loyalty plan is not a choice, but a strategic task. As many brands adapt to the omni channel approach, traditional loyalty plans need to continue to develop to meet growing customer expectations. Successful omni channel loyalty plans are seamlessly integrated, with multiple touchpoints for each channel. Reward customers. Provide convenience, interdependence and value for all channel customers. The entire channel strategy helps retailers collate data, form an overall view of loyal customers, help them establish meaningful relationships, improve participation and improve satisfaction.
After reading this document, if you have questions or want to know how to build these digital loyalty experiences for the results of the brand or loyalty program, please feel free to [email protected]